Gary Sonnier

Call Center Supervisor

Dallas,TX ad20eu@r.postjobfree.com 214-***-**** linkedin.com/in/gary-sonnier-648a9721

Professional Summary

U.S Army Veteran with 15 years of military experience in Supply and Logistics. Experienced Mid-Level Manager with track record of managing relationships, providing strategic leadership coaching, leveraging best practices to identify opportunities for continuous improvement, and leading organization effectiveness and optimization design efforts.

Proven Call Center Leader with multi-industry experience and comfortable working in highly matrixed geographically dispersed companies and with employees of levels of the organization

Established track record of finding creative solutions, by leveraging best practices and implementing forward-thinking strategies, challenging the status quo to inspire change, being an eager learner.

Professional Experience

US Radiology Associates August 2023- Present Call Center Operations Supervisor

•Led and Managed workflows of PACE(CallCenter) 23 scheduling coordinators who scheduled patient appointments for radiology imaging centers

•Drive results by providing consistent and targeted coaching and feedback

•Monitor queues and track inbound/outbound calls, keep agents aware of inbound/outbound calls, calls waiting, and abandonment rate

•Prepare daily/monthly/annual results performance reports

•Increased inbound handled calls by 34% from 19,827 to 34,068 within a 6 - month time frame by monitoring team KPIs through reporting

AutoNation, Inc. February 2023- August 2023 Operations Supervisor

•Supervised 19 Scheduling Coordinators who scheduled appointments for Autonation customers

•Oversaw the daily operations of the call center team and ensured efficient effective performance of the representatives on this team

•Provided supervision, performance management, coaching and training to new hires and ongoing support to scheduling agents

•Monitored call volume to ensure the department is meeting service level agreements and KPIs

•Decreased Abandoned rate from 50% to 13% by collaborating with internal/external partners by leveraging knowledge and call center resources

Sales/Operations Supervisor

Telvista

November 2020- December 2022

•Direct a team of remote call center operations (sales, Operations) by directing staff through front-line leaders to achieve key performance metrics, including sales per hour, conversion rate, service level, quality, customer satisfaction, average handle time, productivity, and other critical KPIs.

•Align and train with training department to provide timely, high-quality training to new and existing employees through various channels.

•Strategize with Vendors/clients which boosted productivity/conversion percentage from 37% to 80% in a 2-month time frame by leveraging best practices to identify opportunities for continuous improvement.

•Increased team’s customer service scores from 4.1% to 4.9% within a 3-month time frame by leveraging and utilizing various methods, resources, and tools.

Inbound Sales Manager

GoHealth

August 2020 – November 2020

•Directed a team of 17 insurance agents to achieve sales targets focused on productivity/Medicare Enrollments/compliance.

•Analyzed KPI’s/Metrics and assessed areas of opportunity, managing work assignments, and assuring agents are providing a positive experience

•Empowered staff by providing one-on-one coaching, conducting role plays and team meetings which boosted a 37% increase in production during the 2 month enrollment period

•Attained a quality score of 95% highest in the company by enacting an employee recognition bonus structure

•Partnered with training department to deliver training and other opportunities for professional developments for agents

Member Services Supervisor

Insight Global (Molina Healthcare)

November 2019- August 2020

•Managed 15 specialized member services agents who handled C-Suite level clientele

•Performed performance evaluations on job Oversaw performance and recommend appropriate personnel action, including disciplinary action, performance improvement plans, and termination through partnering with Human Resources

•Assessed training needs and development opportunities, through weekly 1 x 1 coaching sessions

•Attained Customer service scores of 97% by implementing a performance strategy designed to increase productivity by performance management

Call Center Supervisor OneShare Health March 2019- October 2019

•Managed the daily operations of call center staff.

•Increased Call Center Quality Assurance scores from 82.1% to 97% within four months by creating continual monitoring with coaching and feedback.

•Increased Call Center Schedule Adherence from 86% to 97% within four months through employee engagement and adherence education.

•Aligned with claims/billing department to review, analyze, and finalization of provider claims, which led to improvement of claims paid over a 6-month period from 1500 to 2500 claims paid daily.

Operations Enrollment Supervisor (Call Center) BroadPath Healthcare Solutions August 2018 – January 2019

•Managed 33 Licensed Healthcare (ACA) and Medicare/Medicaid Insurance agents who enrolled Medicare/Medicaid eligible participants in insurance programs

•Communicated appropriate performance feedback, assisted in the implementation of improvement projects, handled customer escalations, and provided ongoing support to agents/teams.

•Performed quality audits to identify areas of opportunity within the team.

•Provided real time coaching to lead agent to meeting quality score metrics.

•Completed Affordable Care Act health enrollment season, with the #1 team in the company, by enrolling a total of 15,840 applicants within a 60-day time frame.

Customer Service/operations enrollment Supervisor (Call CENTER) Willis Towers Watson One Exchange September 2013 to October – 2017

•Led a team of Specializes Customer Service Agents to handle/resolve C-Suite clients

•Led a team of Licensed Benefit Advisors tasked with selling/enrolling insurance products to Medicare Eligible recipients

•Increased team’s customer service scores from 4.2% to 4.8% within a 3-month time frame by leveraging and utilizing various methods, resources, and tools.

•Improved quality scores from 85.2% to 96.3% within a 4-month time frame by coaching team members through call quality observations and daily feedback for productivity improvement.

•Attained the #1 production/enrollments ranking in the new client departments, in enrollments by an average of 2.3%, by Analyzing daily KPI reports and managing team’s and individual performance.

• Conducted regular team meetings and 1:1 meeting with agents to review monthly productivity

Education

University of Louisiana Lafayette, Bachelor of Science Criminology

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